This article explains why you may not be able to redeem your KAST cashback when the Redeem button is missing, disabled, or not working as expected.
In most cases, cashback cannot be redeemed because it is still Locked, you don't have any Redeemable cashback yet, redemption is not available in your country, your Rewards balance is Frozen, or your app needs to be updated.
How Do I Check My Cashback Status?
Open the KAST app and go to Rewards.
Your cashback will appear as one of the following:
- Locked – Your cashback is still within the 14-day waiting period and can't be redeemed yet.
- Redeemable – Your cashback is ready to redeem.
- Frozen – Redemption is temporarily unavailable while your account or Rewards activity is being reviewed.
Why Is My Cashback Locked?
Cashback remains Locked for 14 days before becoming Redeemable.
This waiting period allows card transactions to settle and helps prevent cashback from being paid on transactions that are later refunded, reversed, or disputed.
Once the waiting period ends, eligible cashback automatically becomes Redeemable.
Note: Cashback becomes redeemable after 14 days, but you still need to tap Redeem to use it.
How Do I Redeem Cashback?
Once your cashback is Redeemable:
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Your redeemed cashback is added to your Redeemed Rewards Balance and is automatically applied to your next eligible card purchase.
Why Is the Redeem Button Missing or Disabled?
The Redeem button may be missing or disabled if your cashback is still Locked, your Redeemable balance is $0, redemption isn't available in your country, your Rewards balance is Frozen, or your app needs to be updated. If you don't have any redeemable cashback yet, you'll still see your Rewards balance, but you won't be able to redeem it.
Why Isn't Cashback Redemption Available in My Country?
Cashback redemption is only available in supported card markets.
If redemption isn't available for your account, the Redeem button may not appear or the redemption process may not be available. If you're unsure whether cashback redemption is supported for your account, contact KAST Concierge.
What Does "Frozen" Mean?
A Frozen Rewards balance means cashback redemption is temporarily unavailable while your account or Rewards activity is being reviewed. If your balance is frozen, you'll need to wait until the review is completed before redeeming cashback.
What Should I Do If I Still Can't Redeem?
Before contacting Concierge, make sure that:
- You're using the latest version of the KAST app.
- Your cashback is Redeemable, not Locked.
- Your Rewards balance isn't Frozen.
- Redemption is available for your account.
If everything looks correct and you still can't redeem your cashback, contact KAST Concierge and include:
- A screenshot of your Rewards screen.
- Your country of residence.
- Your app version.
- The approximate date you earned the cashback.
- Any error message you see when tapping Redeem.
Frequently Asked Questions
Can Cashback Be Redeemed Automatically?
No. Cashback redemption is always manual. Once your cashback becomes Redeemable, open Rewards and tap Redeem.
Can I Redeem Cashback While It's Locked?
No. Locked cashback can't be redeemed. It becomes Redeemable after the 14-day waiting period, provided it remains eligible.
Can I Redeem Only Part of My Cashback?
Yes. You can redeem either part or all of your available Redeemable balance.
What Happens After I Redeem Cashback?
Your cashback moves to your Redeemed Rewards Balance and is automatically applied to your next eligible card purchase.
Can I Withdraw Cashback to My Bank Account or Crypto Wallet?
No. Cashback can't be withdrawn to a bank account or external wallet. It can only be used toward eligible card purchases.
Why Didn't Cashback Cover My Entire Purchase?
Cashback only covers the amount you redeemed.
For example, if you redeem $10 and make a $25 purchase, cashback covers $10, and the remaining $15 is charged to your spending account.
Does Cashback Expire?
No. Cashback doesn't expire while your KAST account remains open.
What Happens If I Close My Account?
Any unused cashback may be forfeited when your account is closed. Make sure you redeem and use your available cashback before closing your account.
Why Did My Cashback Balance Decrease After a Refund?
If a transaction is refunded or reversed, any cashback earned from that transaction may be deducted from your Rewards balance. If there isn't enough cashback available, the remaining amount may be deducted from your spending account.